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dc.contributorLiang-Chuan Wuen_US
dc.contributor.authorHan-Lei Chenen_US
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dc.description.abstract對於服務業而言,顧客滿意度與再購意願一向是重要的議題。而在經濟不景氣的背景下,競爭卻越來越激烈的航空業也不例外。因此本研究以搭乘過台日航線廉價航空的乘客為對象,探討影響廉價航空之顧客滿意度與再購意願的因素。根據計畫行為理論以及理性行為理論為基礎,建立了結構方程模型,提出了額外付費服務、購票管道、價格以及飛行時刻表作為自變數,並且共有302位具有搭乘經驗的乘客回答了問卷以進行因果關係之檢驗。 研究結果發現,額外付費服務、購票管道、價格以及飛行時刻表對於顧客滿意度皆具有顯著的影響,又滿意度對於再購意願具有顯著且正向的影響、飛行時刻表對於再購意願具有顯著且正向的影響。此研究結果可以提供廉價航空業者作為制定策略、改善競爭力之參考。zh_TW
dc.description.abstractCustomer satisfaction and repurchase intention are important issues of service industry. In the context of the economic downturn, the airline industry with increasing competition is no exception. Therefore, the purpose of this paper is to explore what factors affecting satisfaction and repurchase intension of low-cost carrier (LCC) passengers. Based on theory of planned behavior (TPB) and theory of reasoned action (TRA), a structural equation model (SEM) was established. Price, add-on service, booking channel and schedule were proposed as independent variables. A total of 302 completed questionnaires were received to test the relationships among the constructs. The result from this study indicates that (1) price, add-on service, booking channel and schedule have significant and positive effect on customer satisfaction, (2) customer satisfaction has a significant and positive effect on repurchase intention, (3) schedule has a significant and positive direct effect on repurchase intention. These findings offer a direction for LCCs to formulate strategy and improve competitiveness.en_US
dc.description.tableofcontents1. Introduction 1 1.1 Research background and motivation 1 1.2 Research objectives 3 1.3 Research process 3 1.4 Organization of this research 3 2. Literature review 5 2.1 Low-cost carriers between Taiwan and Japan 5 2.2 Customer satisfaction 7 2.3 Repurchase intention 8 2.4 Service quality dimensions 9 2.4.1 Service quality 9 2.4.2 Add-on service 11 2.4.3 Booking channel 12 2.4.4 Schedule 13 2.5 Service quality, customer satisfaction and repurchase intention 14 2.6 Price and its relationship with customer satisfaction 14 3. Methodology 16 3.1 Research framework 16 3.2 Research hypotheses 16 3.3 Questionnaire design 18 3.4 Data collection and sample 19 3.5 Data analysis method 19 4. Results 22 4.1 Descriptive statistics 22 4.2 Measurement model 24 4.3 Structural model 25 5. Conclusions 32 5.1 Conclusion 32 5.2 Academic implication 32 5.3 Managerial implication 33 5.4 Limitations and future research 33 References 35 Appendix I 43zh_TW
dc.subjectLow cost carriersen_US
dc.subjectCustomer satisfactionen_US
dc.subjectRepurchase intentionen_US
dc.titleFactors Affecting Passengers' Satisfaction and Repurchase Intention of Taiwan-Japan Low-cost Carriersen_US
dc.typethesis and dissertationen_US
item.openairetypethesis and dissertation-
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